Senior Program Manager, CX & Trust & Safety

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

We are looking for an experienced Senior Program Manager with a passion for leading complex, large-scale, cross-functional programs from conception to delivery. The ideal candidate has a strong background in program management supporting stakeholders in Customer Experience and Trust & Safety organizations and has demonstrated the ability to deliver against company strategic goals.  

This position will report into the Program Management Organization and will work closely with stakeholders across the company in Customer Experience, Trust & Safety, Information Security, Legal, Product Management, Engineering and others to support pivotal initiatives and ensure collaboration across stakeholders.

Key Responsibilities:

• Organize, plan, and track new and ongoing cross-functional projects for Trust & Safety and Customer Experience teams and programs.
• Lead all aspects of the day-to-day progress of projects and initiatives with regard to  schedule, scope, process, and meeting facilitation.
• Proactive in following up on action items, identifying risks and establishing mitigation paths in collaboration with internal and external partners .
• Partners closely with Trust & Safety & Customer Experience Product Manager, Engineering, and leadership for quarterly planning, prioritization, risks and dependencies
• Serve as a key liaison with relevant business groups to facilitate planning and collaboration between teams to align, identify dependencies and effectively communicate regular updates to all stakeholders.
• Effectively communicate regular updates to internal and external stakeholders.
• Provides data driven recommendations and implement process improvements to enhance project efficiency and effectiveness.
• Establish and maintain best practices and repeatable processes to increase efficiency for teams in conjunction with the larger Program Management Organization.

We are considering applicants for the location(s) of San Francisco, CA, Culver City, CA, or Dallas, TX.

About You

We get excited about candidates, like you, because you have...

• 8+ years experience in program and/or portfolio management within Customer Experience and/or Trust & Safety teams – focusing on Fraud & Abuse, preferably in the tech, streaming media or entertainment industry
• Prior experience managing technical projects and teams specifically related to CX and/or Trust & Safety strongly preferred 
• Exceptional strategic thinking, problem-solving, and decision-making skills
• Demonstrated ability to lead and inspire cross-functional teams to achieve ambitious goals
• Experience working with globally distributed teams
• Excellent written and verbal communication skills at all levels, including Senior and C-level stakeholders
• Must be self-motivating, self-sufficient, and have the strong ability to work effectively as an individual or as part of a team
• The ideal candidate is inquisitive, organized, and meticulous, and has a desire for continued self-improvement and development of new skills
• Ability to demonstrate a calm and cool demeanor when managing multiple projects and deliverables in ambiguous situations
• Knowledge of SDLC processes, with experience in both Agile and waterfall methodologies, and knowing when to apply each
• Strong experience with tools such as JIRA, Confluence, and Google Suite a plus
• BS degree or equivalent experience required
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About the Team

The Program Management Organization is a distributed team responsible for coordinating initiatives for the Crunchyroll streaming service. We work to streamline the delivery of internal and consumer-facing products and programs, evangelize process improvements, lead cross-team communications, and standardize Agile methodologies for the organization. We are committed to facilitating communication, promoting accountability, and increasing efficiency in delivering world-class experiences to our anime fans.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation pac